Call Center Team Lead - 12:30-9:00Pm Est

Company Description
Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Shift Hours: Monday-Friday 12:30-9:00pm EST
Pay: 45k
Overview Of The Role
The Call Center Team Lead is responsible for supporting the Customer Experience Manager, with meeting the service level metrics and to ensure the quality and level of service to our patients exceeds expectations.
Primary Job Duties

• Critically analyze a situation and are able to escalate issues to the appropriate internal partners and then meticulously follow through with them to ensure that the customer is served in a timely fashion.
• Professional communication with teammates, patients, and other guests of Privia.
• Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.
• Function as a subject matter expert by assisting with escalated phone calls/emails/cases and responding to the Specialists needs in a professional, timely manner.
• Report to Manager any system outages, personnel issues or areas of concern in a timely manner.
• Identify process improvements, current trends (issue and volumes), and training opportunities, and then report them in a timely manner to your manager.
• Meet with the Leadership Team monthly to discuss issues, team performance and metrics.

Qualifications

• 1+ of Previous management/leadership experience preferred
• Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred
• High School Diploma required, advance certification a plus
• Excellent written and verbal communication
• Must comply with HIPAA rules and regulations
• Accessibility to secure, quiet work space with high-speed internet to work remotely
• Familiar with Healthcare billing and claim resolution is preferred

Interpersonal Skills & Attributes

• Strong leadership skills.
• Problem solver.
• Team player, focused on creating strong team morale.
• Ability to provide feedback in a positive, constructive manner.
• Trustworthy, and confidential.
• Process oriented, but able to think outside of the box to solve issues.
• Ability to multitask, and identify areas of priority.

Additional Information
All of your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.